TELUS Digital Experience (TIXT) has announced a strategic alliance with Zendesk to integrate AI-driven customer service solutions, combining global expertise in customer experience management (CXM) with advanced support technologies.
Expanding Capabilities Across a Global Network
Through this partnership, TELUS Digital’s 78,000-member workforce, spread across 31 countries, will enhance Zendesk’s customer support solutions. In addition, TELUS Digital will incorporate Zendesk’s CRM and Contact Center as a Service (CCaaS) technologies into its service offerings. As part of this integration, TELUS Digital’s AI-powered platform, Fuel iX, will be made available on the Zendesk marketplace, equipping businesses with AI-driven customer support enhancements.
Optimizing Customer Service with AI Integration
Zendesk’s AI-enabled service and contact center platform will now leverage TELUS Digital’s global CX capabilities and GenAI solutions. This collaboration is set to improve workforce managxement, streamline support operations, and enhance real-time and asynchronous customer interactions. The integration empowers organizations to optimize their customer service frameworks with intelligent automation and data-driven insights.
Fuel iX: Driving Efficiency and Customer Satisfaction
Fuel iX enhances customer support operations by providing real-time agent assistance, automated response suggestions, and deep sentiment analysis. These AI-driven features contribute to faster resolution times and improved customer experience. A recent deployment by TELUS Digital resulted in a 25% reduction in average handle time for an enterprise client within just two weeks.
Strengthening Zendesk’s AI and Voice Capabilities
This collaboration builds on TELUS Digital’s ongoing relationship with Local Measure, a CCaaS provider that powers Zendesk’s voice and messaging capabilities via Amazon Connect. In February 2025, Zendesk signed an agreement to acquire Local Measure, further strengthening its AI-driven voice and messaging solutions.
End-to-End Implementation and Support Partnership
As an official implementation and support partner for Zendesk, TELUS Digital will oversee the onboarding, configuration, and continuous optimization of the platform. This partnership is designed to drive innovation in customer experience by leveraging AI, automation, and human expertise to deliver seamless, scalable, and efficient support solutions.
